Kolmeo, the property management software firm, has recently introduced a new integration that empowers agencies to measure customer satisfaction in real time. This innovative capability is made possible by CustomerGauge’s Net Promoter Score (NPS) system. The debut of this integration took place alongside the independent agency Little Real Estate, which operates across Victoria, New South Wales, and Queensland.
The collaboration with CustomerGauge aims to provide valuable feedback that can reduce customer churn and improve account retention. The survey results are instantly published, allowing agencies to act promptly. What sets this integration apart is its high level of customizability, tailoring the reporting to suit the specific needs of individual agencies.
The idea to create this feedback tool stemmed from the realization that customer satisfaction in the real estate industry is often assessed on an ad hoc basis. CustomerGauge’s platform goes beyond traditional NPS tracking, providing both an overall NPS and detailed customer comments to offer comprehensive feedback at macro and micro levels.
Little Real Estate benefits from this integration by gathering feedback from clients at critical moments in the property rental experience. By combining NPS scores with direct customer comments, they gain valuable insights into client retention and can proactively address concerns, ultimately fostering loyalty and improving experiences.
Rebecca Kerr, the Chief Operating and Finance Officer at Little Real Estate, emphasized how this new tool transformed their approach to work. She highlighted the importance of measuring both owner and tenant experiences to deliver exceptional service. The integration enables them to gain insights into the entire client journey, from lease signing to vacancy, facilitating data-driven decisions for optimizing operations.
Eloise Wall, the Chief Customer Officer at Kolmeo, expressed that this integration is part of the firm’s ongoing efforts to save property managers’ time. Recognizing the significance of a connected and efficient workflow, the integration ensures that NPS reporting becomes seamlessly integrated into property managers’ daily tasks. Agency leaders can access customer insights for specific portfolios, offices, regions, or the entire agency, enabling continuous improvement and fostering client retention and business growth.
